Nt1330 Unit 1 Case Study

1. What did the customer server do well in this "scenario"? The customer server walked in and said the customers name as if he knew his customer. As the customer server is talking he frequently was looking up to keep eye contact with his customer. Also, the customer server was asking questions to try and figure out the customer’s problem.
2. What did the customer server do wrong in this "scenario"? The customer server arrived four hours late. He rambles on about why he was late. He tells her that she seems very excited when in reality she's very frustrated. He had asked multiple questions after the customer already answered his questions. He jokes around and tells her that he kicks his computer when his computer has issues. The customer server wasn’t being specific when telling his customer …show more content…
When the customer brought up that someone said it may be a virus the customer server said that he didn’t know who said that but that they didn’t know if it was a virus or not. The customer server tells the customer that she’s frustrated and that if she keeps jumping around they won’t figure out the problem. When the customer asks the customer server what a server is he doesn’t respond with an accurate answer. He messes with stuff on the customer’s desk, the objects fall over, and it upsets the customer. Additionally, the customer server provider makes too many hand gestures and comparisons that don’t relate to his customer’s problem. Again, he brings up words she doesn’t know and when she asks what a word specifically means he tells her it doesn’t matter. Also, he asks to talk to someone else because she’s not familiar with the way everything is set up on the computer. When the customer pointed out his flaw of

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